What are the responsibilities and job description for the Customer Success Representative position at Guide Star?
Why Guide Star? Guide Star is a managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for medium to large size businesses, MDU, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc., which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employees’ hard work and determination and REWARD results all while having fun! Our mission is to make life better by connecting people through innovative communication systems.
We are seeking The Customer Success Representative (CSR) is responsible for working with the Customer Success Manager or other Guide Star leadership for the health, retention, and expansion of an assigned module of existing customers. This role is central to protecting and growing recurring revenue by ensuring customers receive exceptional support, proactive engagement, and strategic guidance. The CSR will “protect and grow” the revenue base by reducing churn, identifying expansion opportunities, strengthening customer relationships, and ensuring customers maximize the value of the services they purchase and expand those purchases over time.
This is a high‑impact, customer‑facing role that blends relationship management, technical and product acumen, operational discipline, and strategic account planning.
Responsibilities
Additional Information
We are seeking The Customer Success Representative (CSR) is responsible for working with the Customer Success Manager or other Guide Star leadership for the health, retention, and expansion of an assigned module of existing customers. This role is central to protecting and growing recurring revenue by ensuring customers receive exceptional support, proactive engagement, and strategic guidance. The CSR will “protect and grow” the revenue base by reducing churn, identifying expansion opportunities, strengthening customer relationships, and ensuring customers maximize the value of the services they purchase and expand those purchases over time.
This is a high‑impact, customer‑facing role that blends relationship management, technical and product acumen, operational discipline, and strategic account planning.
Responsibilities
- Serve as the primary point of contact for an assigned module of existing customers.
- Build strong, trust-based relationships with customer stakeholders at multiple levels.
- Conduct regular business reviews to assess performance, identify risks, and align on future needs.
- Monitor customer health indicators and intervene proactively to prevent churn.
- Ensure customers fully understand and utilize the services and solutions they have purchased.
- Coordinate and collaborate with authorized agents and partners, where applicable, in support of customers and revenue growth.
- Contribute to the creation and evolution of tools, templates, and enablement playbooks.
- Develop and execute account growth strategies to expand revenue within the existing customer base.
- Identify and sell incremental services, upgrades, and complementary solutions.
- Partner with internal teams to scope, price, and deliver expansion opportunities.
- Track and forecast revenue growth within assigned accounts.
- Segment and prioritize customers based on revenue, growth potential, and strategic importance.
- Maintain accurate account plans, renewal calendars, and customer roadmaps.
- Use data and insights to guide customer engagement strategies.
- Own the renewal process for assigned customers, ensuring timely and successful contract execution, working in coordination with our renewal specialists
- Reduce churn by ensuring renewals are completed well ahead of expiration.
- Address customer concerns, negotiate terms, and coordinate internal approvals as needed.
- Document customer interactions, activities, and opportunities in CRM and internal systems.
- Advocate for customer needs internally, ensuring issues are resolved quickly and effectively.
- Collaborate with product, engineering, and support teams to improve customer experience.
- Establish scalable processes, playbooks, and performance standards.
- Foster a culture of accountability, continuous improvement, and customer‑centricity.
- 2 years of experience in Customer Success, Account Management, or related customer facing roles.
- Proven track record of managing recurring revenue, renewals, and account growth.
- Strong commercial acumen with the ability to identify and close expansion opportunities.
- Excellent communication, relationship building, and negotiation skills.
- Ability to manage multiple priorities and customer segments simultaneously.
- Experience leading or mentoring teams is a plus (or a demonstrated desire to grow into leadership).
- Familiarity with CRM tools, customer health metrics, and account planning frameworks.
Additional Information
- 10-15% travel nationwide is required.